NCSA Service Delivery & Performance 2

Question 1

A customer calls for the third time about the same unresolved issue. What is the BEST first step for the representative?

Accepted Answer

Acknowledge the repeat contact, take ownership, and escalate immediately

Answer

Acknowledging repeat contacts and taking immediate ownership demonstrates accountability and prevents further customer frustration.

Question 2

Which metric measures the percentage of customer issues resolved on the first interaction without follow-up?

Accepted Answer

First Contact Resolution (FCR)

Answer

First Contact Resolution (FCR) tracks the rate at which customer issues are fully resolved during the initial interaction.

Question 3

Service Level Agreements (SLAs) in customer service primarily exist to:

Accepted Answer

Set enforceable expectations for response and resolution times

Answer

SLAs establish measurable commitments between a service provider and customer regarding response and resolution timeframes.

Question 4

When a company uses a tiered support model, what is the purpose of Tier 1 support?

Accepted Answer

Provide initial contact, handle routine inquiries, and filter escalations

Answer

Tier 1 handles frontline contact, resolves common issues, and routes complex problems to higher tiers.

Question 5

A retail company notices its Average Handle Time (AHT) has increased by 30% over the past month. What is the MOST likely cause to investigate first?

Accepted Answer

Representatives lack updated knowledge base resources

Answer

Outdated or insufficient knowledge base resources force representatives to spend extra time searching for answers, increasing AHT.

(NCSA) National Customer Service Association Certification Practice Test